The right CRM provides an all-in-one solution that helps empower your employees and reduces the rework. Together, those results save time, cut costs, streamline processes, and put your members and customers first.
What is rework costing you? Even if you could break down all the variables, do the math, and come up with a definitive answer, chances are you’d be overwhelmed by it. That’s just how your employees feel every day when faced with remembering specific member/customer details and ensuring non-automated processes are completed on time — or completed at all to ensure a smooth member journey. It’s daunting and tiring.
Whether it’s sharing vital information with other departments or simply funneling resources to communicate with members/customers, a CRM empowers employees, eradicates post-it note reminders, and all-but-eliminates rework. Here’s how.
Save Some Bucks (and Brains)
Duplicating work over and over costs money. It also wastes resources, angers members/customers, and frustrates employees due to a lack of authority and empowerment (you want to keep your employees, right?). You can make improvements. All you have to do is trust your front line (and other departments).
When you empower people, you’ll save time, money, and keep your members/customers/employees. Need an example? Auto loans. Do you trust your frontline staff to process auto loans? Or any loans? Will they mess up the rate? The terms? Is your system so antiquated (you’re not still using DOS or Lotus, are you?) that one keyboard stroke could cost your FI thousands?
Those systems are all or nothing. Everything is visible and changeable. That’s what makes them so incredibly risky. But forcing a MSR to contact lending to help a member make a loan payment is silly.
Let’s take a look at member onboarding. If the process is outdated enough, it can add minutes or even hours to a person’s day. It’s not uncommon for a frontline person to fill out actual paperwork alongside data entry, forwarding that paper member application (in an envelope) to audit, who then double-checks the work. Job security is a wonderful thing but wasting money is not. Especially when you have members/investors who monitor every penny.
Rework like this can cost hundreds of thousands in lost time annually. A CRM makes all the difference by empowering people while limiting individual access.
According to a recent article from Gartner1, the benefits of a CRM when reducing rework can result in a 40% decrease in repeat calls, a 17% reduction in employee turnover, and a 37% decrease in transaction costs. There really is a light at the end of the tunnel.
Hone the Options
A CRM puts you in control of what a MSR and others in your FI can see and access. If you want to filter specific fields (for your frontline, audit, card services, or marketing departments), you can. You simply give them access to what they really need from your member/customer data. A CRM makes that easy and possible.
Instead of sticky notes or a transaction report file to help double-check on a task, employees can move forward with their own work. That means an end to reworking. A CRM frees up their time, which means they can deepen member/customer relationships — moving them to additional and more profitable products and services.
Take a Quick Survey
Ask your employees what is broken at your FI. If you see a lot of finger-pointing from one department to another, you can bet there’s a lot of rework going on. The issue is a lack of trust. The frontline wants more autonomy to help the members, but the back office doesn’t trust they’ll get the data inputted correctly. On top of that, the back office resents the frontline because they want them to do more. It’s a catch-22.
That’s when people leave, whether they are employees, members, or customers.
A CRM turns every employee into an expert. Instead of simple transaction fulfillment, people take ownership and go out of their way to find solutions. Instead of training beyond the scope of the job, a CRM helps streamline what people need to learn. And when it comes to employee empowerment, a CRM helps reduce turnover.
With CRMNEXT, you can have a smart system with guard rails, giving every person access to member data. In the end, it’ll build relationships, both internally and externally.
CRMNEXT Has the Answers You (and Your People) Want
When information is shared between systems, everything falls into place. With smart limitations and customizable security preferences, you can allow employees to see the information needed to do their job. Plus, CRMNEXT can help you identify patterns early to monitor satisfaction before it’s too late. Tie your front- and back-end together and start sharing critical details. It’ll keep your people and your members/customers happy. Isn’t that what it’s all about?
1 What’s Your Customer Effect Score?, November 5, 2019, Gartner.com